Senior Service Delivery Manager

Celonis
Tokyo
Workplace: HybridFull timeFunction: Program & Project Management (PMO)Experience: 8+ yearsSkills: ["Leadership","Analytical skills","Technical writing","Communication","Process improvement"]

Own renewal of Premier and Premier+ Support contracts for customers in JP/APAC, serving as escalation point and running regular business review cadences. Ensure SLA adherence against contract KPIs and support OLAs, driving strong CSAT for support incidents. Partner with Celonis Support teams and global stakeholders to coordinate resources, maintain process consistency, and improve delivery through documented strategies while participating in 24by7 on-call duties during business hours.

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FursaFursa
Celonis
Celonis
1 day ago

Senior Service Delivery Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own renewal of Premier and Premier+ Support contracts for customers in JP/APAC, serving as escalation point and running regular business review cadences. Ensure SLA adherence against contract KPIs and support OLAs, driving strong CSAT for support incidents. Partner with Celonis Support teams and global stakeholders to coordinate resources, maintain process consistency, and improve delivery through documented strategies while participating in 24by7 on-call duties during business hours.
Location: Tokyo
Workplace: Hybrid
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Sr. Manager level

Key Responsibilities

  • •Full responsibility for Premier and Premier+ Support contract requirements and renewals.
  • •Manage one or more JP/APAC customers who purchased Premier/Premier+ Support, including running regular meetings to review and drive the business.
  • •Serve as the point of escalation and ensure SLA adherence for agreed KPIs and Support OLAs.
  • •Drive Customer and Partner Experience (CSAT) for support incidents and foster partnership across Celonis Support teams and stakeholders.
  • •Coordinate with regional/global peers and participate in 24by7 on-call Service Delivery Manager activities during business hours for assigned customers.

Pay and Benefits

Perks:Parental LeavePaid LeaveLearning BudgetGym MembershipHealth Insurance

Key Requirements

  • •8+ years in a global technical software support center or IT customer service industry and 6+ years in a customer-facing support role.
  • •Proven leadership skills within a customer support organization and a track record for operational/delivery excellence improving customer experience.
  • •Strong analytical and technical writing skills with the ability to clearly communicate highly technical information to both business and technical audiences.
  • •Ability to triage and prioritize multiple crisis situations calmly under pressure, adapting to ambiguous and fast-changing situations.
  • •ITIL foundation certification (additional ITIL best-practice knowledge is an advantage) and quality management experience; familiar with agile methodologies.
Experience:8+ yearsIT supportCustomer service
Skills:LeadershipAnalytical skillsTechnical writingCommunicationProcess improvement
Certifications:ITIL foundation
Languages:EnglishJapanese
Tech Stack:ITILAgile

Eligibility

Nationality:JP National

Company Brief

Celonis
Provides cloud-based process mining and execution management software that helps organizations visualize, analyze, and optimize business processes to improve efficiency, reduce costs, and accelerate operational transformation across enterprise systems.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 2011
WebsiteLinkedIn